Ahmed E.

Served as the main point of contact for strategy, development, and marketing of products and promotions. Engaged in meetings and networking activities to enhance the organization's visibility. Represented Customer Care in inter-departmental committees. Created and executed promotional advertising campaigns to enhance organizational goals. Facilitated effective communication between various departments including Sales, Retail, and Operations. Organized special events and conferences aimed at generating positive media coverage. Oversaw the preparation and approval of news and press releases for timely communication. Coordinated the launch of new services within Customer Care in collaboration with other departments. Managed procurement of visual materials to support communication initiatives. Ensured alignment of all affected parties for proposed product implementations through detailed requirement gathering. Provided strategic public relations guidance to executives, focusing on the impacts of policies. Maintained and updated content regarding new products and promotions across internal communication platforms. Conducted public opinion research to shape targeted marketing initiatives. Communicated new product and service information effectively to management and support teams. Coordinated executive media interviews to represent the organization positively. Reviewed and edited content from various contributors to ensure conformity with organizational standards. Analyzed the impact of promotions on customer care and reported insights to the marketing team. Assisted in evaluating and enhancing products and services. Developed complaint handling processes for new offerings. Coordinated IVR functions in collaboration with IT.

Managed outstanding payments processed through various payment channels. Conducted daily trend analyses on payment behaviors. Undertook monthly bad debt assessments since the inception of accounts. Acted as the owner of bill reviews to rectify issues pre-system generation. Served as the single point of contact for risk assessment in project requirements.

Performed bad debt evaluations across all consumer segments. Managed employee resignations within the collections team. Personally engaged with high-value clients through direct outreach.

Assisted customers in addressing overdue bills during both hotline and suspension phases. Processed and validated credit card applications for payment methods.

Led as a shift supervisor managing escalated inquiries from Diamond customers. Monitored recorded interactions to ensure quality standards. Acted as the account manager for customer inquiries and complaints. Conducted outbound calls to Diamond customers, focusing on enhancing their experience. Oversaw Diamond floor operations, including management of emails, tickets, and inbound calls to meet service objectives.

Boosted call center efficiency while managing high call volumes in a dynamic environment. Effectively resolved customer inquiries, complaints, and requests to elevate satisfaction ratings. Achieved and exceeded performance benchmarks through meticulous attention to detail and strong communication skills.

Handled inbound calls for sales and information regarding the TE Data account during the initial patch launch. Addressed technical complaints related to ADSL lines for customers.

Managed purchasing orders and customer invoices. Conducted monthly stock audits to assess inventory requirements. Processed payroll for company staff and established KPI figures for sales agents.

Sold mobile accessories and covers while actively seeking new customers and developing additional sales routes for the company database.